Devilinx | 2022-11-23 16:47:51 UTC | #1
Hello,
I am using the analytics/conversations/details/query call to return a set of conversations based on Wrap Up Code in a given time frame. I then make some other calls to retrieve those recordings and some associated metadata. What I want to do is be able to identify the conversations I have already interacted with and it seems like the External Tag value might be useful for that.
The problem is when I try to use the PUT tags call it tells me that the conversation ID is not found even though I use the same conversation IDs I retrieve from the query and can use for the other calls I make.
Response using Postman and/or .NET: { "message": "Conversation b33947d1-856c-43eb-952c-418374ef6000 not found.", "code": "conversation.error.conversation.not.found", "status": 404, "messageWithParams": "Conversation {conversationId} not found.", "messageParams": { "conversationId": "b33947d1-856c-43eb-952c-418374ef6000" }, "contextId": "9ea6dbaf-446e-4732-97eb-c05afe7a2f9c", "details": [], "errors": [] }
Eos_Rios | 2022-11-23 17:01:55 UTC | #2
You may not be able to add tags to an ended call via that API
It has some weird rules about that from the data actions - https://help.mypurecloud.com/articles/set-external-tag-action/
Devilinx | 2022-11-23 17:27:08 UTC | #3
The wording on that page could be a bit clearer on what and when you can apply these. It would be nice if the returned message from the call could indicate the issue was with the conversation being completed.
"* If you update the tag after the conversation ends, the updated tag will not appear on any subsequent metrics."
That note from the set-external-tag-action page was what got me thinking this might be possible. If this is not possible is there any other way I could write something back to a recording to indicate it had been retrieved? I can create a database for tracking on my end but I had hoped to give the power users in the Genesys system some oversight.
Jerome.Saint-Marc | 2022-11-23 18:03:07 UTC | #4
Hello,
I think you can update the conversation's tag after your call has ended, but within 60 days.
The conversations via the Conversation API (requests starting with /api/v2/conversations) remain available for up to 60 days after the conversation happened. During these 60 days, you can still perform a subset of operations on the conversation (like updating attributes, or the external tag - with the constraint described in the Resource Center article). After 60 days, these operations are rejected (with conversation id not found error you have).
Just did a quick test. I could update external tag on a call from 2 weeks ago. But not on a call from 5 months ago.
Regards,
Devilinx | 2022-11-23 21:59:40 UTC | #5
Thanks Jerome. The sample data in my test environment is definitely older than 60 days. I recorded some new interactions and I was able to set the External Tag value on them.
system | 2022-12-24 22:00:13 UTC | #6
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